Have Some Questions?

Online Classes

Why does it say that my email is not recognized or that I don't have an account?

Once you've signed up to become a member of Crafts on Air or join one of our classes, you'll receive an invitation email with the subject line, "Your invitation to join me in (Class Name) in Crafts on Air". Click on the Join Me button in the email to create your account and set your password. You will then be logged in automatically.


Take Note! If you misspelled your email address when you made the purchase or signed up, you will not receive the invitation. If this might have happened to you, please contact us at info@ilovestitches.com to let us know so we can fix your account and send you your invitation.

Why has my Email Invite not arrived?

- Please make sure that you’ve checked your spam/bulk/trash folders, our emails sometimes end up there by mistake.

- You may have misspelled your email address (it happens!) when you first signed up.

Since I have an account on Crafts on Air, does it mean I'm signed up for a subscription?

No. You are signed up, so you can have access to the class you paid for. Additionally, you also are given access to our Crafts on Air community where you can communicate and share with like-minded crafters.

Will I have access to all my purchased classes indefinitely?

Yes, once you've purchased a class, you will always have access to that.

What's your Refund Policy?

We refund a charge for online classes, as long as it is within 30 days of payment. Please make sure to contact us right away if you need a refund.

Shopping Information

DO YOU SHIP INTERNATIONALLY?

Yes, we do!

Where will my order ship from?

We work with an on-demand order fulfillment company with facilities worldwide! 

How are your products made?

We work with a print-on-demand drop shipper. They have locations worldwide, so depending on where you are, your orders are printed and shipped from the facility that can do it most efficiently!

When will I get my order?

Usually, it takes 3–7 days to fulfill an order, after which it’s shipped out. The shipping time depends on your location, but can be estimated as follows:

 ● USA: 3–4 business days
 ● Europe: 6–8 business days
 ● Australia: 2–14 business days
 ● Japan: 4–8 business days
 ● International: 10–20 business days

WILL I GET MY ORDER IN ONE SHIPMENT?

No, not always. We may split an order into multiple shipments for the following reasons:

  • Product packaging. Some of our products are individually packaged to protect their shape and provide extra cushion and durability.
  • Fulfillment location. We fulfill products in multiple locations (e.g., US, EU, AU), so if your order consists of products that have different fulfillment locations, we'll ship the products separately. Shipping costs for orders with multiple shipments will be higher than for orders with a single shipment.

WILL I GET CHARGED FOR CUSTOMS?

An additional customs and tax fee can occur on international orders. This fee is not in our control and is assessed by your local customs office. Customs policies vary widely for every country so please check with your local customs office directly to see if they apply duties and taxes to your purchases. 

How do I track my order?

You’ll receive a tracking link via email when your order ships out. If you have any questions about your tracking or shipment, drop us a line at info@ilovestitches.com.

My order should be here by now, but I still don't have it. What should I do?

Before getting in touch with us, please help us out by doing the following:

 ● Check your shipping confirmation email for any mistakes in the delivery address
 ● Ask your local post office if they have your package
● Stop by your neighbors in case the courier left the package with them

If the shipping address was correct, and the package wasn't left at the post office or at your neighbor’s, get in touch with us at info@ilovestitches.com with your order number.

If you did find a mistake in your delivery address, we can send you a replacement order, but shipping will be at your own cost.  

CAN I RETURN/EXCHANGE MY ORDERED PRODUCTS?

If you haven’t received your order or notice an issue with the products, please reach out to us at info@ilovestitches.com and we’ll help you get it solved. Please read our Merchandise Return Policy below, for more details.

Merchandise Return Policy

**Claims deemed an error on our part are covered at our expense.**

Received product with damage/defective/misprinted

If something arrives misprinted/damaged/defective, send a photo of the damaged goods to info@ilovestitches.com within 4 weeks after the product has been received, then we'll gladly send a replacement at no cost to you.

Lost in transit

For packages lost in transit, send us an email to claim no later than 4 weeks after the estimated delivery date. But no worries! We'll cover the costs of shipping a replacement order for you. It would also be good to get in touch with the shipping carrier to try locating the lost order before contacting us for a claim.

Package marked as Delivered

If the package was marked as delivered by the carrier, but you have yet to receive it -- there may be cases where the delivery was made, but the package was left in an unexpected location at your address.


You should reach out to the carrier and inquire if any additional details were left by the delivery person. For example: “Left under the table on the back porch."

Reporting an issue with a product

If you notice an issue on the products or anything else on the order, please email us right away with the following:

● Write up your problem in detail
● Include relevant photos where possible

Be aware that we may require a photo to be submitted with your problem report to begin a reshipment. It is always best to include photos with your initial problem report to avoid delays.

Wrong Address

If you provide an address that is considered insufficient by the courier, the shipment will be returned to our facility. You will be liable for reshipment costs once we have confirmed an updated address with you (if and as applicable).


Please be careful and double-check that you’ve added the correct address. To make sure the city in the address matches its ZIP code, use this USPS ZIP code lookup.

Unclaimed

Shipments that go unclaimed are returned to our facility and you will be liable for the cost of a reshipment to yourself (if and as applicable).

Returns & Refunds

If you need to return the product it is best to contact us first at info@ilovestitches.com.

Sealed goods

Ilovestitches.com does not accept returns of sealed goods, such as but not limited to face masks, which are not suitable for return due to health or hygiene reasons. You hereby agree that any returned orders with face masks won’t be available for reshipping and will be disposed of.

Notification for EU consumers

According to Article 16(c) and (e) of the Directive 2011/83/EU of the European Parliament and of the Council of 25 October 2011 on consumer rights, the right of withdrawal may not be provided for:

● the supply of goods that are made to the consumer's specifications or are clearly personalized;
● sealed goods which were unsealed after delivery and thus aren't suitable for return due to health protection or hygiene reasons